Here below is my SECOND complaints email sent to the fragrance shop customer service and I have still not had a RESPONSE.

Dear Team,
I would like to raise my concerns in the way I have been handled during my experience of ordering from you.

Last week on the 26th September 2023 I placed an order for 6 perfumes, all were for birthday presents. I selected express delivery, but the order was listed on your portal as standard delivery. On Tuesday 27th September I received an email requesting me to call customer services for security checks of which I did and spoke to someone who asked if the delivery address was correct as it was different form the billing address of which I confirmed was correct. She then told me that the order would now be processed.

On Friday 29th September, I called again as the portal stated it had still not been released, the lady I spoke to said I would receiver an email and the order would be released that day.

On Monday 2nd October I had still not received the order, so I called and spoke to another lady (Anika) who said that the order was still to be approved, I explained that that the lady I spoke to on Tuesday 27th September and Friday 29th September said that the order had now been approved and would be release and Anika said that there was no record of either calls on the system. Ankia said she would raise for the warehouse to release my order that day. At this point, as you can imagine I was frustrated and asked how to make a complaint. She said she would send the details in an email.

On Monday 2nd October I wrote a complaints letter and submitted via email, of which I have still not received a response. I also wrote a review on trust pilot website of which I have received a response apologising and requesting I email customer service. Very disappointing that you can respond to something that is in the public domain, but you cannot respond to my complaint that has gone to you via email.

Today Wednesday 4th October I called customer service as the items had still not been released, I spoke to a lady who said it was just waiting to be sent from the warehouse, again nothing so I called again around 16:30 and spoke to Anika who didn't seem to be bothered about my concerns or frustration, so I cancelled my order.

I purchased your £39 membership on the basis that I would receive the service you are selling, but on this occasion, this was not the case.

Here is the list of issues I am not happy with:

• I have ordered from you twice previously, of which both orders were sent to the delivery address as this order in question, why was there a block on this order?

• I requested express delivery when placing the order but the portals state standard delivery., so was this a technical issue or had someone changed it and why?

• Your standard delivery states 3 – 5 working, it's now been 6 days and still not been released, you have promised this but not fulfilled it.

• Why were my calls on the system not recorded? I believe that you record calls so you must have a portal where you can investigate this by searching my mobile number.

I would like a refund for the membership that I paid for as you have not provided what I had brought.

I would also like a full explanation into what went wrong regarding my listed frustrations.

I look forward to hearing form you.

I had bad experience with The Fragrance Shop recently. I ordered 2 items of perfume on 16/02/2023 (order number FWUK*******). I ordered 2 by mistake. In order to cancel 1 so that postage cost would be saved, I read on their website that I had to call customer service and ask to cancel order. I did that on same day, as well sent email to customer service. I was informed on phone call that only 1 item of 2 could not be cancelled and that whole order needed to be cancelled. I agreed for customer service staff to cancel order and I was reassured that order was cancelled and I would receive email confirmation of that. I did not receive that email. Order was delivered on 18/02/2023. On 20/02/2023 I emailed customer service to send me post label to return items. I indicated that I had asked previously on phone before items were posted to cancel order and was reassured that it was yet I still received parcel and had to deal with its return now due to failure on customer service part. Victoria M emailed me return label as attachment. I posted item back on 22/02/2023 and I have receipt of that. According to tracking, parcel was received by The Fragrance Shop on 28/02/2023. I also have screenshot of that. I did not receive any email confirmation from their customer service of that. After waiting, I emailed customer service on 12/03/2023
And informed that I returned item and want refund. I attached photos of postage receipt and delivery receipt. In email reply from customer service (Carolina E) I was told she would check with warehouse. After waiting a while and no feed back from customer service, I again emailed on 21/03/2023
And asked for refund as I sent proof of postage and delivery at their warehouse. I repeated on 22/03/2023 but no reply from customer service. Again after waiting a while and no feed back from customer service, I emailed customer service on 29/03/2023.
I received email reply from Carolina E stating that reply with courier update was awaited. I was confused. I email replied to her with attached photo proof of postage & delivery at their warehouse, yet again, and asked for refund. On 30/03/2023 Carolina E replied to my email and stared order number did not match. I attached screenshot of postage label that was emailed to me by customer service (as mentioned above by Victoria M on 20/02/2023) and I used that label trusting it was correct. Upon checking it, I also noticed order number on postage label was wrong, not my order number sent to me in order email. I emailed customer service stating that wrong order number on postage label is not my fault. I did my responsibility to send item back to The Fragrance Shop. It did not occur to me to double check order number on return postage label. It is customer service responsibility. Regardless, I sent photos proof of me posting it back and The Fragrance Shop having received it (yet again). I sent email to customer service and asked for refund. I received email reply from both Carolina E and Aisha A on 30/03/2023 stating that refund was issued and advising to wait 3-5 working days for it to appear in my bank account. I waited a few days and I did not receive refund. I sent numerous, more around dozen emails on 05/04/2023 and 06/04/2023 asking strongly to refund my money. On 05/04/2023 both Liv H and Matthew A replied that refund was issued. On 06/04/2023 both Carolina E and Holly A emailed that refund was issued.
I was receiving standard copy & paste email replies. In my emails to customer service on that day I kept requesting more details. 1. To send me refund. 2. To send me contact details of management. 3. When it was stated that refund was issued I requested screenshot proof that it was issued.
On 06/03/2023 all of a sudden in one of emails, Carolina E stated there is "issue" with refund. Meanwhile, Holly A stared refund was issued.
I was not given anything I requested.
I kept receiving emails from Carolina E and Holly A with conflicting information.
I accused that they were lying to me on purpose, and they were doing delay tactics on purpose.

On 07/04/2023 Carolina E replied in email quote "I am doing everything I can to ensure that if I am reimbursed it will be solved as soon as possible." I did not understand this sentence. And I replied requesting the following, quote "1. Timescale of sending my refund. "As soon as possible" is not acceptable. 2. Contacts of supervisor. 3. Proof screenshot refund was requested, allegedly according to you and your colleague yesterday. I'd like to see that date on request document. 4. As i advised, please send refund to my paypal. Since you're having so called issues."
I did not receive any reply since then.

I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (lie) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management.

In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One stated refund was sent. Another stated there is "issue" with refund. Then all of a sudden also stated there is "dispute" with refund.
I equal that to denial me of my consumer right, blatant lie, delay tactics, and the Fragrance Shop beaching regulations.

In the meantime, I posted negative review on Trustpilot. I read many other multiple negative reviews of similar nature. No refund was given to customers. And customers were complaining about customer service sending them standard copy & paste replies like to me. To my review post I received same standard copy & paste impersonal reply, which also stated that order number does not match. I read in reviews many other customers received same reply. What a disgrace.
Meanwhile, I did quick research and learnt that The Fragrance Shop received platinum trusted service award from Feefo. I contacted Feefo (Feefo Email Support. *******@feefo.com) with this feed-back of my experience and I wonder how The Fragrance Shop received that award based on all those negative reviews.
I also contacted Retail Times that published article about receiving this award. Here is link to this article: https://retailtimes.co.uk/the-fragrance-shop-wins-feefo-platinum-trusted-service-award-for-fourth-consecutive-year/
The article was written by Fiona Briggs, editor of that publication.

I also contacted and sent my negative review to the following:
The Institute of Customer Service (https://www.instituteofcustomerservice.com/contact/)
Resolver
https://www.resolver.co.uk/companies/the-fragrance-shop-complaints

I posted my negative review on the following:
https://www.reviews.io/company-reviews/store/www-thefragranceshop-co-uk

https://www.sitejabber.com/reviews/thefragranceshop.co.uk/amp

https://www.reviewcentre.com/reviews*******.html

I have never had such bad experience with any retailer. All other retailers have always treated with value and satisfied requests and avoided any inconvenience and upset to customer. One retailer sent me refund for slightly faulty item straight away without even needing to send back item.

This retailer The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back.
The only feeling that comes to mind is that this is fraudulent & scamming behaviour. And the way customer service reply I can only conclude The Fragrance Shop is run like gang group - they take customers' money and it's nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the "proud" founder of that gang Mr Sanjay Vadera - is it HIS style he trained customer service staff to steal customers' money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers' money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone.
Please read negative reviews of other deceived and upset customers, and will anyone ever pay attention to breaking law behaviour.

This company is a scam! They do not sell genuine perfume! I ordered Flowerbomb at a SLIGHT discount, for $94! When I received the bottle right off the bat something was odd because there was no name or description on the bottom of the bottle. I thought, no big deal as I ordered a tester, which I was told, was the exact same perfume minus the fancy packaging... WRONG,! I could tell this perfume was a FAKE as soon as I sprayed and the scent was gone in 15 minutes! I called immediately and demanded a refund! I was issued an RA # however, in speaking with the CSR, she told me that since it was a tester, maybe it was old... Really? For $100 I expected mire! But... I gave them the benefit of the doubt when she told me she would send me a regular bottle vs, the tester for the same price... Fine! So I waited... She told me as soon as she saw the UPS return process by email. She would send it... ANOTHER LIE,! So I waited... Imagine my surprise when I received an email that said. Sorry we are out of stock so we will be refunding your card! Great! This is what I wanted to begging with... So I waited... Nothing! So I called and asked for a mgr who then had the nerve to tell me that now they couldn't refund me because the bottle was a 3rd empty... WHAT.? I was shocked... So now they gave my money AND my FAKE PERFUME! I have contacted and This company is a scam! They do not sell genuine perfume! I ordered Flowerbomb at a SLIGHT discount, for $94! When I received the bottle right off the vat something was odd because there was no name or description on the bottom of the bottle. I thought, no big deal as I ordered a tester, which I was told, was the exact same perfume minus the fancy packaging... WRONG,! I could tell this perfume was a FAKE as soon as I sprayed and the scent was gone in 15 minutes! I calked immediately and demanded a refund! I was issued an RA # and off it went! Now. The clerk told new that since it was a tester, maybe it was old... Really? For $100 I expected mire! But... I gave them the benefit of the doubt when she told me she would send me a regular bottle vs, the tester fir the same price... Fine! So I waited... She told me as soon as she saw the UPS return process by email. She would send it... ANOTHER LIE,! So I waited... Imagine my surprise when I received an email that said. Sorry we are out of stock so we will be refunding your card! Great! This is what I wanted to begging with... So I waited... Nothing! So I called and asked for a mgr who then gad the nerve to tell me that the now couldn't refund me because the bottle was a 3rd empty... WHAT.? I was shocked... IF it was a 3rd empty, which it wasn't. I mean I had it for only a few days, maybe they were all helping themselves to sprays to see if it smelled real? So now they have my money AND my FAKE PERFUME! I have contacted and filed a complaint with the NJ BBB! This is absolutely by far the worst company I have ever dealt with! All of the positive reviews here have to be FAKES... JUST LIKE THEIR PERFUMES! WARNING,! DO NOT BUY FROM THIS COMPANY! You will regret it!